Lost a claim

[walkthewalk2013]

I sold two items to a customer who ordered two of the same item from two differnt listings within minutes of each other. I emailed them, offering combined postage discount and issued a refund of the postage saving immediately. The items were dispatched to the registered paypal address and tracking updated.

A month down the line there were two unauthorised payment claims raised for these items. The funds were held by paypal. I then provided proof of delivery on Royal mail website for the tracking number, email I sent about the combined postage savings to the customer, which was refunded through paypal.

Both cases had similar "dispute history log" ending with "No funds transferred from seller's account" and "case closed". To my suprise only one of the claims was marked as completed with funds released, the other case was marked as reversed with my funds still being held by paypal. Very confusing with the "No funds transferred from seller's account" comment on the "dispute history log". This case was closed on the 29th of April, and i can't seem to find an appeal button.

I feel cheated by paypal, as I have followed all the rules and still ended up being £57 out of pocket, what happened to seller protection?

[kernowlass]

OK i "think" what happened here is this.

For an unauthorised claim you need to prove a tracking number that proves delivery of the item to the buyer....this you did for x1 parcel only.

Whereas you had x2 transactions so you lost out on not being able to provide tracking for the second item.

What you should have done if the buyer wanted combined postage AFTER the auction ended was to send them an "invoice" for the x2 items together and the reduced postage so that it would only have been x1 paypal transaction with x1 tracking number.

[walkthewalk2013]

The items were bought on 'buy it now' and not auction which requires immediate payment for transcation to be completed.

[kernowlass]

OK then i would either have not allowed discounted postage or I would have refunded the buyer and re-invoiced them with a combined total.

Or you could have accepted x2 full payments and sent the buyer a refund for postage in with the item.